Technical Solutions Lead, Customer & Operations

Alliance Elevator Solutions, LLC

Greencastle (Franklin County)

On-site

USD 60,000 - 80,000

Full time

6 days ago

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Job summary

Alliance Elevator Solutions, LLC in Greencastle, IN is seeking a Technical Solutions Specialist to connect AES customers, TechCare, and internal teams to address technical concerns while driving product and process improvements. This role focuses on ensuring timely responses, accurate ticket handling, and clear communication across departments.

You will manage support tickets, review drawings and BOMs, coordinate cross-department actions, and help implement approved product improvements,

Qualifications

Three or more years in technical support, customer service, logistics, operations, or project support.
Strong customer service orientation and professional communication across escalations.
Ability to coordinate across departments and follow up on commitments.

Responsibilities

Serve as a shared point of contact for inbound TechCare calls, customer inquiries, and technical support tickets.
Create, prioritize, route, and track support tickets in CRM, TechCare queue, and AES ToolBOX.
Review prints, drawings, and parts lists to identify missing or mismatched components.
Coordinate shipping updates, warranty tracking, and supplier follow-up.
Maintain logs of feedback, issues, and resolutions with owners and target dates.
Coordinate product, process, and operational improvement initiatives with timelines and owners.
Follow up on commitments and identify delays across teams.